Return Policy

At njqva, we are committed to providing a thoughtful and seamless shopping experience. To ensure a smooth process for returns and refunds, please carefully review the guidelines below.

Order Cancellation

Orders can only be canceled if they have not yet been processed. Once your plush toy has been shipped, it is no longer eligible for cancellation.

Return/Refund Eligibility

You may request a return within 30 days of receiving your order.

Item Condition Requirements:

Must be unused and in original packaging (including any protective case or wrapping).
All labels, instructions, and accessories must be intact.
The item should have no scratches or damage.

Return Process

To initiate a return, please follow these steps:

Contact Us:
Send an email to support@njqva.com with the following details:
- Order Number
- Reason for Return (e.g., "Damaged in Shipping" or "Wrong Item")
- Photos/Videos (if applicable, such as for damaged items)
Approval:
We will review your request and provide you with return instructions within 2 business days.

Refund Processing

Once we receive the returned item and complete the inspection, we will process your refund.
Refunds will be issued to the original payment method within 1-3 business days.
Please note that bank processing times may take an additional 5-10 business days.

Return Shipping

Return Costs:

Eligible Returns: We will cover the return shipping for the following scenarios:
- Damaged or defective plush toys.
- Incorrect items received.
Customer-Initiated Returns: If you change your mind about the purchase (e.g., due to style/size preference), you will be responsible for return shipping.

Non-Returnable Items

The following items cannot be returned or exchanged unless there are quality issues:

Items that have been used, washed, or have damaged packaging.
Products that do not meet expectations due to personal preference (e.g., color or size), unless there are quality issues.
Customized or limited edition items (unless there are quality issues).

Have Questions?

We’re here to help. If you need assistance, please contact us at support@njqva.com. We wish you a warm and pleasant experience with every purchase.